The dealership knows how to sell you a car.
Will help you add up peripherals like floor mats and oil changes added to your car note. Now, both of which are MUCH more affordable locally, or on t
Will help you add up peripherals like floor mats and oil changes added to your car note. Now, both of which are MUCH more affordable locally, or on the internet. The particular selling point for Nelson is the powertrain warranty. This is more or less a scam. If you read reviews on other sites or do some deep diving you will seek that this IS NOT something they follow through with with any fidelity. They will catch you if you don’t carry though with their own shops double cost services, such as oil changes. Now an oil change is the easiest self service job you can do, but if you are not a certified mechanic they won’t honor that you performed services yourself. EVEN if the part that failed (rear differential) has NOTHING to do with the oil change. A differential should not fail with less than 75k miles on it.
Now someone will pop on here with a counter argument about the fine print. Go for it. But this is what you won’t have a valid counter for:
1) poor communication. While you were “gathering material” about our issue, you failed to follow up or provide customer service of any kind. You failed to return promised communication, price quotes, anything. Anything unless we reached out first. You left us hanging for three weeks. Much appreciated.
2) Your overly priced services. 90 for an oil change. Get real. Now you might say, well we do a thorough check of your car and whatnot. Well you didn’t notice if that differential was leaking or visually off in any way did you? You’ll send cool videos about my brake pads not having life on them or that my cabin filter is bad. Missed that diff. though. Then blamed me for driving on it bad, but the SECOND it made itself know there was a problem, it was stopped on the side of the road.
Now we don’t drive our vehicles much. We bought two from Nelson (now because of customer service, we won’t be buying there again). You can eat off the floor of our vehicle. The car in question here was one service mileage-wise outside the pre-bought package of oil changes. But changes were made.
Now, like I said, they can sell you a car, but if that powertrain garbage is the selling point for you, go somewhere else.
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by SHDWFX2000
Service Price Transparency
Jul 24, 2024 -
Nelson Mazda Cool Springs responded
Good morning,
I am sorry you are going through this and I am willing to help and partner with you on the issues of the car. Unfortunately, you have declined just about everything we have ever recommended from our shop. We only recommend what the Manufacturer requires. I will be more than happy to revisit all of the declined services with you for a better understanding. When can we connect on the phone or in person? You may call me anytime to discuss.
James Dixon
General Manager
615-892-0063
Jul 24, 2024 -
SHDWFX2000 responded
I do appreciate your willingness to help after again, I initiated the communication (please see above). You are right in saying (now that I assume you bothered to look at my service record and folks reading this review, please note I agree, I didn’t do ever single thing they recommended. If I did, I’d spent 2 grand on average every 6k miles) that we denied all services recommended by the manufacturer. Though cabin filters and the other dozen things (brake pads, rotor, tires which were all replaced immediately after those service visits. Because they were declined doesn’t mean they weren’t done) a visit that really don’t pertain to the obviously faulty differential.
We don’t have to revisit anything about declined services. And the manufacturers recommended services are like expecting me to go to a doctor for every runny nose that I could take care of myself. I am curious however how many lube jobs and cabin filters you yourself has had done on your own vehicle. As a matter of fact, I believe when we bought this CX-9 you had been driving it yourself you a while. You (or whichever manager had been driving it) left a pocket knife in it. Nothing special, but let me know if you’d like it back. It’s still where it was left. But thank you for responding to this review within an hour whereas we have waited for a response for almost three weeks. We are both school teachers (special education) and school starts in less than two weeks. If we had had better communication and just a clear understanding immediately that you would not live up to the powertrain promise we could have initiated something in a more timely fashion. Your service manager has still not come through on that quote for services promised two weeks ago, but he has said several times that what we were quoted labor wise was a little high. But still nothing in writing.
I do enjoy working with you all. I love (well, loved at this point the CX-9) and the Mazda 3 we bought from you. Heck, if you offered to split the cost on services, I’d be coming back for another vehicle in the next couple of years, but this is a mess that has essentially ruined the summer. The powertrain warranty was something your dealership stood by. It’s why I came back the second time. And would have a third and forth in time. You’re 50 miles away, the Mazda in town is 5 miles away. Your service and ultimately your word were why we made the day trips.
I just tried to call (twice), but it went to voicemail. Which the mailbox hasn’t been set up yet.
As that you pointed out my shortcomings publicly and I have accepted a portion of it, would you care to argue about where your dealership failed on my end for the public?
The General Manager, James Dixon, is capable of lying
straight to your face. When we arrived at the dealership, James clearly stated he would honor the Ford Motor employee discount. He said they could no
straight to your face. When we arrived at the dealership, James clearly stated he would honor the Ford Motor employee discount. He said they could not list it as an S Plan, but would deduct money to meet the Ford employee discount price. He said, this is because doing too many S Plans would get them audited. He then transferred us over to a Sales person, Mario. After long chats, several test drives, and then finally reviewing cost, Mario said they would not honor the S Plan. I asked to speak to James Dixon again. James came over and looked me straight in the face and said, “When I stated that, I was speaking hypothetically.” I was completely shocked! And when I reiterated his exact words, he said, “No, I was saying IF we would offer that pricing. But we can’t do that.” Well, I don’t like liars and walked out immediately. Especially liars who do it straight to your face. I would NOT recommend Nelson Mazda to anyone.
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by jamescchappell
Oct 29, 2022 -
Nelson Mazda Cool Springs responded
James,
We have already addressed this misunderstanding. I apologized in the way I communicated this to you and JP. I will be more than happy to discuss this further. Please call my cell at 918-892-4833. We never want anyone to feel like they have been lied to. It has never intentionally happened before. We honor our customers and I want to make this right. Please reach out to me as soon as you can.
Respectfully,
James Dixon
General Manager
918-892-4833
Nelson Mazda kept me informed of the diagnosis of my
car”s problem along the way. I had to wait on the part to arrive. After the part came the service department worked quickly to get my car fixed and
car”s problem along the way. I had to wait on the part to arrive. After the part came the service department worked quickly to get my car fixed and back on the road.
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by bethjhnson1986
Verified Customer
Verified Customer
Other Employees Tagged:
Lindsey Simpson
, Cristian Hardin, Pete Lasalandra, Kylie Lowery
Nov 14, 2021 -
Nelson Mazda Cool Springs responded
Thank you, Beth, for choosing Nelson Mazda Cool Springs, your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again!
They were good at being responsive and getting back to me
quickly to work with me
quickly to work with me
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by trainerheather
Verified Customer
Verified Customer
Other Employees Tagged:
Chaz Garrett
Oct 28, 2021 -
Nelson Mazda Cool Springs responded
Heather, Thanks for your feedback on your recent visit to Nelson Mazda Cool Springs. I'm glad to hear that we were able to assist you with choosing the perfect vehicle and that you had such a positive experience. We hope you will continue to enjoy your new vehicle!
My experience at Nelson Mazda Cool Springs was amazing.
Quick, efficient and the employees were very nice!
Quick, efficient and the employees were very nice!
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by jordanbrown1215
Verified Customer
Verified Customer
Other Employees Tagged:
Cristian Hardin, Jacob Singelmann
Oct 20, 2021 -
Nelson Mazda Cool Springs responded
Thank you for taking the time, Jordan, to write this review and let us know how we are doing. Our customers are our top priority and your feedback is greatly appreciated. Congratulations on your new car! All of us at Nelson Mazda Cool Springs are glad to have you as a customer.
I was in a bind and thay service me quickly so that I may
get to work.
get to work.
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by tieggaines
Verified Customer
Verified Customer
Other Employees Tagged:
Lindsey Simpson
, Cristian Hardin, Pete Lasalandra, Kyle Mountsier
Sep 29, 2021 -
Nelson Mazda Cool Springs responded
We are very happy to have provided you with such a positive service experience! We sincerely value your business and look forward to your next visit.
Great quick service!! The service advisors and team are
always so professional and efficient. My tech Joel is an absolute legend.
always so professional and efficient. My tech Joel is an absolute legend.
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by Cameron Schmidt
Verified Customer
Verified Customer
Other Employees Tagged:
Lindsey Simpson
, Cristian Hardin, Pete Lasalandra, Joel
Sep 16, 2021 -
Nelson Mazda Cool Springs responded
Cameron, Thank you for your business and this review. We're happy to hear Joel and our team were able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know.
The service professionals were very prompt & thorough
they made sure we understood everything that was being serviced on our vehicle. They are very patient and respond in a timely manner. Great overall e
they made sure we understood everything that was being serviced on our vehicle. They are very patient and respond in a timely manner. Great overall experience 10/10 recommend.
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by Gabriellesellaars
Verified Customer
Verified Customer
Other Employees Tagged:
Lindsey Simpson
, Cristian Hardin, Pete Lasalandra, Kyle Mountsier
Sep 08, 2021 -
Nelson Mazda Cool Springs responded
Thank you! We appreciate your business, Gabrielle, and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Nelson Mazda Cool Springs.
The greatest service personnel ever. Bought Mazda #2
because of the super service on Mazda #1 at this dealership. We’re now a total Mazda family.
because of the super service on Mazda #1 at this dealership. We’re now a total Mazda family.
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by Spiro
Verified Customer
Verified Customer
Other Employees Tagged:
Cristian Hardin, Jonathan
Sep 06, 2021 -
Spiro responded
We love you guys! Thanks for always being there for us and going the extra mile.
The sales service is phenomenal. Knowledgeable, honest
and hard working.
The service side is fast and personable. I didn't have appointment but got in.
and hard working.
The service side is fast and personable. I didn't have appointment but got in.
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by ypreston98
Verified Customer
Verified Customer
Other Employees Tagged:
Davey Herbig, Pete Lasalandra, Tristan Mignogna, Kyle Mountsier
Sep 01, 2021 -
Nelson Mazda Cool Springs responded
Thank you, it's fantastic to hear that our team provided you with great customer service! We truly appreciate the opportunity to do business with you. Thanks for choosing Nelson Mazda Cool Springs!